The Voice of the Customer (VoC) is a collection of customers’ experiences, feelings, and expectations about a business, and it’s largely based upon customer feedback, reviews, surveys, interviews, and ...

AI-powered voice agents are transforming customer interactions and sales processes across industries. But while the U.S. and China lead adoption, Europe lags significantly, with private AI investment ...

Everyone’s been there — you try your mightiest to get the machine on the other end of the phone to understand what you need, until you give in to frustration and just begin to scream “representative.” ...

We all want to deliver an exceptional customer experience, but how do you know if the customer journey is aligned with their needs and expectations? How do you learn about opportunities to improve ...

For all the advances in chat, email and bots, people turn to voice when it really matters, whether frustrated, confused or in ...

“Qualtrics is a Leader for the fourth time in the 2025 Gartner Magic Quadrant for Voice of the Customer, which we believe underscores our commitment to continued innovation in our products and our ...

As AI-powered interfaces become central to customer engagement, organizations face a critical strategic choice between voice-first and chat-first AI. While both leverage natural language processing, ...

Explore the top 18 generative AI tools revolutionizing customer service, from advanced chatbots like Cognigy and IBM WatsonX Assistant to comprehensive platforms like Salesforce Einstein Service Cloud ...

Japanese telecommunications giant SoftBank recently announced that it has been developing "emotion-canceling" technology powered by AI that will alter the voices of angry customers to sound calmer ...

LOS ANGELES--(BUSINESS WIRE)--Broadvoice, a leading global customer experience technology provider, announced today that its CCaaS solutions, which includes the GoContact platform, received a Net ...

Walmart Data Ventures — the business unit within Walmart that leverages the retailer’s vast data resources to offer insights to its product suppliers — is launching a new service that will allow ...